How to use Agent Mobile app with IP restrictions

[Ryan S]

We restrict our instance to specific IP addresses. Given that, how can we allow agents to use the mobile app? We have company phones that utilize Blackberry UEM. Do we have to configure that somehow, or use VPN on the phones? Other options?

[Callum Ridley1]

If you're restricting access via IP, then you'll need to ensure that the phones, connected via WiFi or via Mobile Network, have an IP address that falls within the allowed ranges you've configured for your instance. As you suggest, a Corporate VPN will probably be the best option to achieve this.

[Ct111]

Hi Ryan,

I think the possiblity is less when an IP restriction  in place.

Check out the below comment which I found in one of the BLOG

"Often companies use IP Range Based Authentication to restrict access to ServiceNow to only within their internal network. Although this is a powerful security restriction, it does limit the functionality of ServiceNow. Mobile usage and remote usage won’t be possible unless users login into your network via VPN. "

I would suggest you to read this BLOG and gain some insight .

However, I think if you want to know the possiblities you can raise a HI ticket to Servicenow and inquire

about the same , currently as per my view you will unlikely to get any solid response but no harm in giving a

try  may be they might have a workaround which  will help.

Mark my ANSWER as CORRECT and HELPFUL if it helps

[User666027]

Hi Ryan,

We are in the same context in my company, and was wondering if you had find a workable solution?

Thanks

Regards

Christophe

[Ryan S]

Hi All,

So we made some significant progress. Here's an update:

We were able to get the app working by installing it through Blackberry. The SSO login works with our ADFS as the app then directs us to Blackberry Access for the browser which can reach our internal network. That app passes the token back to the app. So basically, just have to install it through Blackberry and it works.

There have been considerable issues though:

1. Sometimes I have to force quit all of Blackberry and/or reinstall the App to get logged in.

2. Just found out today there might be Blackberry licensing costs?!?!? I'm clarifying that asap and will report but, but would have been nice if ServiceNow had mentioned it.

3. Unless I missed it, the OOTB pieces around request management just don't exist, so I had to spend a few hours replicating the incident piece to apply to requests. Was a good learning exercise, but as usual with ServiceNow plan for OOTB to be lacking.